NICE CXone Mpower
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i am very very pleased with this product.
What do you like best about the product?
it is very straightforward and easy to use. there are many useful tips that are easily and readily available on their help pages. you can chat with technicians for assistance if you cannot find the answer you are looking for. the website is very intuitive and manageable. The layout and buttons are very well designed. The amount of skills and agents and different variations you can make in all of these categories is very extensive and well thought out. the entire website is very workable and allows for a lot of user input and customization.
What do you dislike about the product?
What I dislike about incontact is that some of the reporting options could be improved to filter out more options. The list upload option could be improved, it always asks if you are sure when uploading a new list and that is very tedious after a while. on the hours of operations there should be a preview of what the hours actually are before you have to click on it to see them. this would help speed up the process of checking these for multiple different skills. there needs to be a way to group the skills together by the campaign name as this would reduce the amount of skills that pull up at once and would make it easier to find the ones you need. if the amount of items to be viewed on a page could be increased from fifty or one hundred to allow all that would help improve looking through the lists of items and make it more manageable.
What problems is the product solving and how is that benefiting you?
The management of calling out for collections and retention benefits. this website makes all of this much easier and more manageable. the ability to upload lists and have them automated with integration into our internal database is very efficient and well put together.
Recommendations to others considering the product:
NICE CXone is an excellent application for users looking for software to implement autodialer, telecom services, or speech analytics. There are many report options available and the ability to do custom reports. Somebody can implement holidays and schedules within the system.
Work From Home Made Easy
What do you like best about the product?
This system has allowed for a smooth transition to the work from home environment.
What do you dislike about the product?
I really see no downsides at this point. The system has allowed us to retain our jobs as we can no longer work in our corporate office due to the pandemic so I'm grateful for Nice inContact!
What problems is the product solving and how is that benefiting you?
We use Nice InContact to receive calls, Chats , And emails from our clients. This allows us the ability to solve their issues in a timely manner
Recommendations to others considering the product:
N/A
The experience is good overall with minor fixes like sometimes I cannot hear.
What do you like best about the product?
I really like the functionality how you can transfer easily and see who is logged in on your team. Sometimes, I cannot hear the other person on the other end and also sometimes my phone rings twice but overall, it is really good.
I also like how your productivity and how many calls are in the queue which is helpful for the team.
Overall, everything is great.
I also like how your productivity and how many calls are in the queue which is helpful for the team.
Overall, everything is great.
What do you dislike about the product?
I do not like how sometimes you can hear the person at the other end. Sometimes my phone also rings twice which is a bit annoying but overall I would recommend the service to someone.
Also, I do not like how sometimes the transfer button does not work sometimes as it is a bit finnicky and you have to hit the transfer.
Also, I do not like how sometimes the transfer button does not work sometimes as it is a bit finnicky and you have to hit the transfer.
What problems is the product solving and how is that benefiting you?
Cannot hear the other person at the other end someimes. benefits are you can see how long you are avail etc.
Some problems are that when you try to type in a phone number it sometimes does not let you call that person and it crashes so you have to sign back in and restart your computer. Overall again I think it is a great service and I think there are very minor things to help out on.
Some benefits are also the fact that it is very easy to use and seamless. It is easy with functionality and overall it was way better than what we were using before.
I think there are only some minor fixes but I think that they should not take too long to fix. I think it would be helpful to see who is a current client or who we have talked to before and an easier way to see our voicemails. I think if these things get fixed, it would be great.
Some problems are that when you try to type in a phone number it sometimes does not let you call that person and it crashes so you have to sign back in and restart your computer. Overall again I think it is a great service and I think there are very minor things to help out on.
Some benefits are also the fact that it is very easy to use and seamless. It is easy with functionality and overall it was way better than what we were using before.
I think there are only some minor fixes but I think that they should not take too long to fix. I think it would be helpful to see who is a current client or who we have talked to before and an easier way to see our voicemails. I think if these things get fixed, it would be great.
The program is very user friendly. I rarely run into issues that i cant resolve myself.
What do you like best about the product?
I like the features and how readily available my stats are.
What do you dislike about the product?
I cant really think of anything i dislike.
What problems is the product solving and how is that benefiting you?
The benefits are how it serves as WFM and how it breaks down your status and readily provides information that makes our call center thrive.
Great experience in user friendly call center application
What do you like best about the product?
It is really helpful that any of my colleagues can answer when I'm not available. If I'm not at my desk, the phone call will ring to the next available person. The reports that we are able to pull allows us to make sure that our team is working as efficiently as possible. The VIP number feature that allows a caller to ring directly to the user that their phone number is linked to is a really nice feature. It cuts down on wait times in the queue.
What do you dislike about the product?
Once a phone call is missed, the system shows your profile as refused and doesn't reset until you physically make it. It would be really helpful to have a setting that you can activate that would reset your profile as available 15 mins (or so) after your last missed call. Sometimes the ring central box gets lost behind other work applications and I don't realize that I've been on refused status for an hour or so. Having a feature that I could activate to allow the system to ring me automatically would be nice.
What problems is the product solving and how is that benefiting you?
We have several teammates that are located in different facilities across the country and when are all able to help with each others calls. We have all teammates cross trained so that they are able to help with any caller's questions even if it is not something to do with their location.
Recommendations to others considering the product:
Use the VIP caller feature and have your team's skill levels set correctly.
This application is really good for supporting your customer service needs if all our your employees are not located at the same location. Having the ability to a caller to ring to multiple locations is a simple but effective customer service quality.
This application is really good for supporting your customer service needs if all our your employees are not located at the same location. Having the ability to a caller to ring to multiple locations is a simple but effective customer service quality.
i can always count on nice to help make sure i am able to meet patient needs.
What do you like best about the product?
Nice helps me assist patients faster and easier.
What do you dislike about the product?
my wireless headset automatically goes on and off mute.
What problems is the product solving and how is that benefiting you?
less refused calls due to the wireless headset automatically answering incoming calls
How Incontact Has Made My Life Easier
What do you like best about the product?
InContact makes my daily work life faster and easier overall. It allows me to clock in, take breaks, and clock out with ease during all of the necessary times of the day that I need to. InContact is an award-winning system and deserves loads of credit.
What do you dislike about the product?
Although there is not much to dislike about InContact, MAX has randomly logged me out at some points of the day (occasionally). That could just be due to system issues with my current computer- I think that is in fact what it is.
What problems is the product solving and how is that benefiting you?
I have been able to exceed in taking calls, as that is my career currently. I have been able to solve many customer concerns with ease, daily.
A useful and indispensable tool in my work
What do you like best about the product?
NICE incontact helps to my team to be aware about everybody's work, we have a dashboard that shows what every agent is doing, if we are working on a project, we are available or answering a call, you can see who is working on what.
We also have metrics that show our performance, for example in my team we have something called SLE to measure our team call quality, my supervisor and upper management monitor this metric everyday and it's very important for our operation.
We use it everyday and it's a tool that we use in a lot of teams in my company.
We also have metrics that show our performance, for example in my team we have something called SLE to measure our team call quality, my supervisor and upper management monitor this metric everyday and it's very important for our operation.
We use it everyday and it's a tool that we use in a lot of teams in my company.
What do you dislike about the product?
I don't have complaints about it, it's an useful tool, everything works great, if I have to mention something I would say the MAX function has a little bit of lag, but it's not something serious.
What problems is the product solving and how is that benefiting you?
In our team we can make improvements or changes according to the metrics from NICE incontact.
If we are having a lot of calls to be answered from customers we can have a big picture of what agents are doing and who could help thanks to NICE incontact.
We can have reports of performance and states of all the members of our team, we can change different skills and manage them according to every person, for example, I am the only one agent that speaks French, so all the calls that we receive in French finish with me because I am the only one with the French skill.
If we are having a lot of calls to be answered from customers we can have a big picture of what agents are doing and who could help thanks to NICE incontact.
We can have reports of performance and states of all the members of our team, we can change different skills and manage them according to every person, for example, I am the only one agent that speaks French, so all the calls that we receive in French finish with me because I am the only one with the French skill.
Recommendations to others considering the product:
Give it a try, it's a powerful tool that can help you every day of your work and with a great support team.
amazing
What do you like best about the product?
effortless and wireless its the most amazing thing
What do you dislike about the product?
nothing so far everything working perfectly
What problems is the product solving and how is that benefiting you?
transferring to the right department is so smooth
Works most of the time
What do you like best about the product?
It is efficient for taking calls, and doing my day to day email tasks.
What do you dislike about the product?
Emails disappear from the queue, and the agent leg disconnects a lot.
What problems is the product solving and how is that benefiting you?
We have better ways to transfer and monitor calls.
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